📥Unified Inbox & Agent Handoff

Operator AI brings all conversations across every channel into a single Unified Inbox, and seamlessly hands off users to human agents when needed.

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📥 What is the Unified Inbox?

The Unified Inbox is your central hub where:

• All customer conversations — Web Chat, SMS, WhatsApp, Instagram, Email, etc. — appear together.

• Agents can view, reply, tag, assign, and manage conversations easily.

• AI and human interactions are tracked and blended without friction.

✅ No more switching between platforms — one simple, powerful view for everything.

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🔄 What is Agent Handoff?

Agent Handoff is when:

• Operator AI escalates a conversation from bot automation to a human agent.

• Triggers can include confusion, keywords, user frustration, or specific flow exits.

• Agents jump into the conversation manually or automatically based on rules.

✅ Handoffs ensure complex, sensitive, or VIP interactions are handled personally.

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🛠️ How to Use the Unified Inbox

Action	How It Works
View Conversations	See live conversations from all channels in one place.
Reply as Human	Take over from Operator AI and continue chatting manually.
Assign to Departments	Route conversations to the right team based on topic or priority.
Tag Conversations	Organize by status (e.g., "Hot Lead", "VIP", "Needs Follow-up").
Close/Archive	Mark conversations as resolved or archived after completion.

✅ Simple, intuitive tools make conversation management effortless.

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🚦 How Agent Handoff Triggers Work

Trigger Type	Example
User Request	User types "I want to talk to someone."
Fallback Loop	Multiple fallback triggers without resolution.
Keyword Match	"urgent", "refund", "cancel my subscription".
Flow Completion	Specific Flows designed to end with human escalation.
Manual Assignment	Agent or automation assigns conversation to a live agent.

✅ You control when and how Operator AI brings humans into the loop.

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🧠 Best Practices for Inbox and Handoff

Tip	Why It Matters
Respond fast when Operator escalates	Human speed matters after a bot handoff.
Prioritize urgent keywords	"Emergency" > "How do I login?".
Train agents to recognize context	Agents should know the full conversation history.
Use Tags wisely	Better organization means faster resolutions.
Monitor handoff rates	High handoff = opportunity to improve Flows or Knowledge Base.

✅ A smart inbox and fast handoff = happier customers and better outcomes.

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🛟 Need Help?

• Explore Unified Inbox tutorials inside this documentation.

• Contact [e-mail] for advanced inbox setup.

• Your Success Manager can also provide Inbox Optimization Strategies for large teams.

✅ We’re here to make managing conversations effortless.

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🎯 Next Step

👉 Continue to Users and Roles →